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References (5)
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10.2307/1251430
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R. Chase, D. Tansik (1983)
The Customer Contact Model for Organization DesignManagement Science, 29
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A. Parasuraman, V. Zeithaml, L. Berry (1985)
A Conceptual Model of Service Quality and Its Implications for Future ResearchJournal of Marketing, 49
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L. Delene, D. Lyth (1989)
Interactive Services Operations: The Relationships among Information, Technology and Exchange Transactions on the Quality of the Customer‐Contact InterfaceInternational Journal of Operations & Production Management, 9
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Barry Howcroft, J. Lavis (1986)
A Strategic Perspective on Delivery Systems in UK Retail BankingService Industries Journal, 6
- Publisher
- Emerald Publishing
- Copyright
- Copyright © Emerald Group Publishing Limited
- ISSN
- 0265-2323
- DOI
- 10.1108/02652329110144460
- Publisher site
- See Article on Publisher Site
Abstract
The search for service quality and the division of work betweenfront office employees and backroom workers as the core of servicedesign are examined. Discussion centres on whether the servers taskshould encompass more backroom work to avoid duplication and delay or bemore limited to reduce turnaround time. Alternative service deliverydesigns are explored and the impact of technology examined. It isconcluded that the task at hand is not merely to select the best designbut a technological migration path allowing the bank to maintain orimprove its competitive position in what has been described asbareknuckle banking.
Journal
International Journal of Bank Marketing – Emerald Publishing
Published: Jan 1, 1991